ServiceNow for HR Access Requirements
This document outlines the access required for Moveworks/ServiceNow HR Integration for ticketing.
Roles Required:
Moveworks requires the following role:
sn_hr_sp.admin- Used to ingest HR Record Producer Form Details (destination table, scripts, etc.)
Table + Attributes Required:
Moveworks may read the following fields, exact field names may vary based on customization done to your ServiceNow instance. If you have a custom field that is used in place of one of the out of the box fields specified below, please include access to that field when integrating with Moveworks.
| Table/ API | Attributes Used | HTTP Methods Used & Use Case |
|---|---|---|
/api/now/table/sn_hr_core_case | Outlined below | POST: Create Case, PUT: Update Case GET: Retrieve Case Details |
/api/now/v2/table/sc_item_produced_record | sys_id, record_key, sys_updated_by, task, sys_created_on, sys_mod_count, producer, record_table, sys_updated_on, sys_tags, sys_created_by | GET: Retrieve Ticket Status |
/api/now/v2/table/sys_journal_field | sys_id, sys_created_on, name, element_id, sys_tags, value, sys_created_by, element | GET: Retrieve Ticket Comments & Work Notes |
Detailed Reasons for Attribute on HR Case Table:
The following attributes should be granted if they exist. If they do not exist, you can omit granting the access.
| Field Name | Access Level | Business Justification |
|---|---|---|
| active | READ | Used to only read active tickets when presenting back a user’s ticket statuses. |
| close_notes | READ | Used to notify users on ticket updates when ticket is resolved |
| closed_at | READ | Used when querying & filtering tickets |
| closed_by | READ | Used when querying & filtering tickets |
| comments | READ | Used to notify users on ticket updates |
| description | READ | Used when querying & filtering tickets |
| details | READ | Used when querying & filtering tickets |
| due_date | READ | Used when querying & filtering tickets |
| location | READ | Used when querying & filtering tickets |
| number | READ | Used when querying tickets |
| opened_at | READ | Used when querying & filtering tickets |
| opened_by | READ | Used when querying tickets |
| opened_for | READ | Used when querying tickets |
| parent | READ | Used when querying tickets |
| priority | READ | Used for Filtering our high priority tickets |
| reassignment_count | READ | Used for Ticket Triage |
| state | READ | Used when querying tickets |
| sys_id | READ | Used when querying tickets |
| sys_updated_by | READ | Used when querying tickets |
| sys_updated_on | READ | Used when querying tickets |
| sys_class_name | READ | Used to query the correct type of tickets |
| watch_list | READ | Used for watcher ticket notifications |
| impact | WRITE | Used when creating tickets |
| urgency | WRITE | Used when creating tickets |
| contact_type | WRITE | Used when creating tickets |
| assignment_group | WRITE | Used when creating tickets |
| short_description | WRITE | Used when creating tickets |
| description | WRITE | Used when creating tickets |
| opened_for | WRITE | Used when creating tickets |
| caller | WRITE | Used when creating tickets |
| service_offering | WRITE | Used when creating tickets |
| subject_person | WRITE | Used when creating tickets, and showing ticket status. |
Standard Fields for Ticket Actions (Create, Comment, etc.), Support, and Debugging
Optional Fields Based on if they are used in your ServiceNow environment
- task_effective_number - READ
- skip_auto_assign - READ
- skip_automatic_user_acceptance_state - READ
- universal_request - READ
- transferred_from - READ
- time_worked - READ
Updated 5 months ago